What will it take to make people actually use digital wallets? In this exclusive webinar chat Jon Shamah, director of the Global Trust Foundation, shares 13 non-negotiables with MEF ID and Data programme director Tim Green.
The digital wallet space is hotting up. The tech is falling into place, and there are tests and trials all over the world. These products could change the way people identify themselves online and in real life. So the final piece of the puzzle is persuading citizens to download and use them.
Watch the MEF Webinar in full
What will it take? The Global Trust Foundation (GTF) has considered this question carefully. The independent trade association provides expert advice to governments, corporates, trade associations and others. It knows better than most.
In a blog post published last year, Jon Shamah, director of GTF, spelled out the ‘10 Commandments of Digital Identity Wallets‘ (since expanded to 13). These are the golden rules providers must follow if they are to launch enduring and successful digital wallets.
Here at MEF, we read the post with interest. We asked Jon to talk about the 13 commandments in an hour long webinar chat with Tim Green, MEF’s ID and Data programme director. Here is a taster of some of those commandments…
The UK mobile consumer market is not slowing—it is maturing. Devices have reached a plateau in appeal, but digital services are more essential than ever. Meanwhile, users are reasserting control, limiting distraction, and demanding meaningful, trustworthy engagement.“
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Simple functionality
A wallet should be simple to install, require minimal effort from the user and load immediately. It should integrate instantly with other apps.
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Automation
Thanks to AI, there’s plenty of opportunity for designers and users to automate their wallet experiences. Makers can add pre-designed templates and processes, while users – especially those with limited technical expertise – might access assistance from an AI agent.
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Affordability
In most cases, there should be no cost to the user at the point of use. Usually, the fees will be borne by the relying parties. And given the reduced cost to those parties (in falling fraud rates, less need to store and protect data etc), this model should make financial sense. In some instances, users could be persuaded to pay a small standing charge for added value features.
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Transferable in case of loss
People change devices. They lose and damage them. So how can wallet features transition smoothly between devices? How can users migrate their wallet and its contents with a simple sign-in? This is a critical factor to get right.
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Auditability
It should be possible (unless opted out of by both parties) to trace all transactions, interactions and money flows. But this data should only be visible at the local wallet level.
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Personal Online Storage
Wallet Owners should be allotted a small amount of personal storage, expandable for a small fee to contain the audit trails, keys and other non-verifiable credentials for backup and personal convenience.
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Awareness
Providers that follow all guidelines should make wallets a joy to use. But they will fail if no one knows the wallets exist. Hence the commandment that “these commandments shalt be proclaimed from the houses and from the cities, to all the citizens.” Yes, education matters. The question is who does it and how…
So here are just over half of the GTF’s digital wallet commandments. To hear all 13 discussed in depth, watch the full MEF webinar conversation above.
